Spectrum - Harlingen, TX
posted 2 months ago
Full-time - Entry Level
Harlingen, TX
10,001+ employees
Telecommunications
About the position
The Residential Retention Representative plays a crucial role in retaining existing customers by preventing disconnections and upselling core products such as video, data, and phone services. This position focuses on executing retention strategies that balance customer satisfaction with revenue retention, ensuring a high level of professionalism and courtesy in all interactions.
Responsibilities
- Actively support efforts to simplify and enhance the customer experience.
- Establish and maintain high customer satisfaction in all retention transactions.
- Meet or exceed weekly and monthly retention activity goals using effective customer save techniques.
- Respond promptly to inbound retention calls as per call handling metrics.
- Answer questions related to billing inquiries, pricing, and service complaints.
- Master order processing within the billing system for retained accounts and new sales orders.
- Explain all products and services to existing customers to re-sell and retain them.
- Demonstrate knowledge of competitors' pricing and products for effective comparisons.
- Perform other duties as requested by the supervisor.
Requirements
- Ability to read, write, speak, and understand English.
- Demonstrated knowledge of cable communications products and services including video, data, and voice.
- Ability to work variable hours, including weekends and holidays.
- Bilingual in Spanish is required.
- High school diploma or equivalent.
Nice-to-haves
- Call center experience in customer service and/or phone sales (2 years preferred).
Benefits
- Base pay of $18.00 per hour plus commission and incentives.
- Potential for target earnings of $25.00/hour or $52,018 annually.
- Top performers can earn up to $70,800 plus incentives.
- Eligibility for free internet, TV, and phone services (restrictions apply).
